ComplaintsforMontway Auto Transport

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired Montway Transportation company to pick up a vehicle from ******* and Deliver to **********. They then told me that they assigned a carrier for pick up. I called the carrier to get an eta. The carrier Phone number was disconnected and not in service. I then called the Driver that they assigned and they did not answer or return phone call/message/text. The same day (2) Random people called my client at the pickup site and tried to set up a time to pickup my vehicle, Except they were not authorized to do so. They Client at the pickup was not comfortable with either one of them, He did not give them any information for pickup since they were not the assigned drivers. I felt the same way and decided it felt like fraud and felt that their information got hacked and someone was trying to steal my vehicle impersonating a carrier pickup driver. I still did not receive a time for pick up even though it was 12 noon the day of pickup. I then told them that things aren't adding up and that there were too many red flags and I would need a refund. They then kept $249.00 of my money stating that this was not a good enough reason to cancel.? They tried to steal my vehicle and the carrier contact information was invalid. I definately think that this is a good enough reason not to use this company now or ever.. I want my full refund in the amount of $249 that is due.

  

  Business response

  08/02/2024

  We apologize for any inconvenience this situation may have caused. According to our policy, our role as a broker is to connect customers with a certified and licensed carrier, which we have successfully done. Given that drivers are frequently on the road, they may find it challenging to answer their phones, and they often collaborate with multiple dispatching companies.
  
  If you have concerns about the number of contacts you are receiving, please reach out to us directly, and we will be happy to assist. We understand that shipping a vehicle can be a complex process. We have escalated your issue to the appropriate team for further investigation, and someone will be in touch with you shortly.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a highly disappointing experience with Montway Auto Transportation. They baited me with promises of a specific time frame for transporting my vehicle, which was crucial for my schedule. This window was between ***** July 2024. After making the payment based on their assurances, they switched the dates at the last minute, completely outside the promised window and into the following week. Upon seeing this, I immediately cancelled the service. When I requested a refund due to this inconvenience, they refused, claiming that the promised time frame was merely an "estimate" and that they had the right to change it as they saw fit. This is completely unacceptable and feels like a bait-and-switch tactic. When I called to cancel, they said the supervisor would call me back. When the supervisor did not call me back I called again to be given the same answer. I received an email stating that they could not refund my money. I called again and again they refused to transfer me to a supervisor or someone outside of calls service. Their lack of accountability and refusal to honor their commitments is not just a one-time inconvenience, it significantly disrupted my plans. I strongly advise against using Montway Auto Transportation if you value reliability and integrity in a service provider. Save yourself the frustration and choose a company that stands by its word.

  

  Business response

  07/24/2024

  We regret any misunderstanding, but please note that Montway does not commit to specific dates for our standard shipping services. The dates provided are estimates and may change without prior notice. Transparency is a core value for us, and this information is readily accessible on our website at *************************************** and also included in all customer emails. Regarding your cancellation, as per our agreement, a cancellation fee applies. If you have further questions, I'm here to assist. However, we consider this matter resolved at this time.

  Customer response

  07/24/2024

   
  Complaint: 22026181
  
  I am rejecting this response because:
  
  The representative promised a certain date. If their company could not meet a time frame they should not promise dates and lure costumers. 
  

  I never signed a contract for the new request. I have an old one that was cancelled and never sent a new one to sign for the new request. They cannot hold me under a cancelled contract for a new request. That is illegal.

  Further all calls are recorded, if they reviewed the call they would hear the representative promising a pick up no later than date and assigning outside that window.

  It Is insane that companies like these are scamming people out of their hard worked money. 

  ***********************************

  

  Business response

  07/25/2024

  We apologize once again for any confusion or inconvenience caused. We want to clarify that our service offerings are transparent, and our contract is accessible online at ***********************************************************. Please note, Montway does not provide specific load or delivery date guarantees for standard service orders. This information is ready and available before any customer ever books an order with **********************.

  We believe this message does not introduce new information relevant to the complaint. Therefore, our position remains unchanged, and we consider this matter closed at this time. Thank you for your understanding.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 7/12/2024 Amount Paid: $1099 I paid for Guaranteed pick up and delivery to transport my car. I was moving from ******** to ************** and requested that my car would not be there until the 13th or later. I spoke with 2 employees at Montway and spoke with the driver. It was documented in their system and they all verbally agreed to it. I spoke with one agent through their via chat now feature and they save those as well. Montway then asked if they could drop off the car early and have me sign a waiver to allow them to drop my car off and hide the keys. After reading that document, I refused to sign and I was told that they would not be allowed to drop off the car without my consent. I get a call at the airport on 7/12 from the driver that they will be dropping my car off early. I did not agree to this at all and never signed the waiver. I contacted both the driver and spoke to someone with Montway and they agreed to have the driver drop the car off at a local tow company and would reimburse me for the storage fee. As we landed that evening, I called over at the towing company and they told me they had been waiting for the car to arrive and it never came. Therefore, I immediately contacted the driver to figure out where my missing vehicle was. They dropped the car off and forged my signature as if I was there to pick it up. Come to find out my signature was forged not only at pick up but at delivery. I was not in the state when delivered and I can prove that. The driver via text also admitted to my signature being forged. I can easily prove that is not my signature as well. I have used this company years ago with no issues, but this experience was unacceptable. I have been waiting for a supervisor to contact me and I have yet to hear anything.

  

  Business response

  07/19/2024

  We apologize for the difficulties you've encountered with your transport. As an auto broker, we rigorously vet our carriers using advanced industry standards to ensure professionalism. However, occasional issues can still arise. Your feedback has been escalated to our management team, who will be in touch with you soon to provide assistance. Additionally, we have escalated the matter to our carrier compliance team to conduct an audit with the carrier involved.

  Customer response

  07/22/2024

   
  Complaint: 22002079
  
  I am rejecting this response because: They admitted that they messed up and what I said was true then offered $100. Not getting at the minimum the extra amount I paid for in guaranteed delivery is a slap in the face. I paid for a service that was not met to the agreement. My signature was forged, and I wasted so much time while moving with a family trying to find my car. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked my auto transport 6 month in advance. Even though I was moving to ******, I was told I could pack my car full of possessions for transport. ( in correct) I was told that Id pay 10% at the time of booking; I was charged in full. Then told that of they refunded me, it would take a month to process and I likely wouldnt be able to get another spot. I paid $2880 to have my van shipped from ******** OR to ****. The car was in their possession for 35 days, though the transit time was 5 days. On the day the car arrived, suddenly, it wasnt findable and I was given the run around from both Montway and their subcontractor, ******. It was originally supposed to arrive 6/21, then 7/2 then 6/26 then crickets.. my car was finally delivered to me by ****** on 7/5. I was given 30 minutes notice to come get it before they closed for the weekend. Thank Goodness I was off work and already in *********the customer service people at ********************** shouldnt be allowed to interact with the public. Their attitude of annoyance at being asked to do their jobs is laughable. In addition to over paying by $1500 over what it would have cost for a competitor, I had to take 3 days off of work to show up at the port of ******** to talk to someone face to face. (1500) Because Montway couldnt or wouldnt do it for me. I spent an extra $2000 on rental and Turo cars from the 21st of June til July 9th ( they didnt give me enough notice to get a refund. A manager named ******* told me a week ago that shed get back to me soon about all of these issues. Absolutely CRICKETS. ?? dont use this company if you want to be treated like a customer.I want a full refund from **********************.

  

  Business response

  07/18/2024

  We apologize for any confusion regarding your shipment. As a broker, our primary role is to coordinate the transportation of your vehicle with trusted carriers. At Montway, we handle all aspects of our services directly and do not subcontract any part of the process.

  
  Upon reviewing our records, I did not find any mention of discussions during the booking process regarding personal items or payment issues as you mentioned. Our policies for ocean shipments differ significantly from those for land transport, and you can find detailed information about these policies in your order confirmation email or on our website at **********************************************************.

  
  Regarding the concern about the vehicle's location, we want to clarify that we were aware of its status throughout the entire shipment process. The ocean shipper provided continuous tracking updates, which were also made available to you. We regret any delay that *** have occurred during the unloading process. Please understand that such delays can occasionally happen with ocean shipping, which is why we cannot guarantee specific delivery dates.

  
  As per our contractual agreement, services have been rendered accordingly, and therefore, no refund is applicable at this time. If you have any further questions or require clarification on any aspect of your shipment, please feel free to contact us. We are here to assist you in any way we can.

  
  Best regards,

  Customer response

  07/19/2024

   
  Complaint: 22001219
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to transport my car from *******, ******** to Monument, ******** on June 19, 2024. They asked me to pay a deposit of $229.00. They did not fulfill their agreement to transport my car. They sent a truck driver to the pickup address, but their driver refused to ring the doorbell to alert the receiver he was there to receive the car and keys. Their driver left without ringing the doorbell and did not pick up the car.

  

  Business response

  07/18/2024

  Thank you for your feedback. As a broker, our role is to arrange a carrier for your shipment. Once the carrier has been dispatched, our service is considered fulfilled. Should a cancellation occur after dispatch, a cancellation fee would be applicable.
  
  In this instance, we were notified that the carrier attempted to contact the designated recipient via phone but received no response. Subsequently, after a reasonable waiting period, the carrier departed the location. According to our contractual agreement, it is mandatory for all customers to provide reachable contacts. The customer informed us of their desire to cancel the order several days later. As per our contractual obligations, since our services were provided as agreed, the cancellation fee is applicable. 
  
  If you require further clarification, we are available to assist you. However, please note that no further refund will be issued at this time.

  Customer response

  07/19/2024

   
  Complaint: 21997857
  
  I am rejecting this response because: ************ is lying, their courier did contact me in ******** and I informed him to go ring the doorbell to alert the receiver he was there. Their courier informed me that he refused to ring the doorbell because he did not want to leave his truck unattended. The courier arrived to pickup the car without any advance notice of his arrival time, the receiver waited for him for many hours. I informed the company when I first made the order that someone would have to alert the receiver by ringing the doorbell when they arrived. Their courier cancel the order, not me, I only asked for my deposit back after they did not fulfill my request and pickup my car. I ordered services from them and they did not deliver their services. If their driver could not leave his truck, they should have sent two people to perform the services. ************ records all calls, please request their phone records so you can hear all our conversations, even their manager confirmed that their courier was wrong for not ringing the doorbell. Also, ask the company to provide the couriers name and contact information, and the courier assignment paperwork, it will show that the courier cancelled the order. You can speak with the courier to confirm what happened, he will tell you he refused to leave his truck and ring the doorbell. Request a refund of my deposit to resolve this matter.
  
  Sincerely,

  *********************

  

  Business response

  07/23/2024

  I regret the inconvenience you've experienced. According to the details you provided as our customer, the driver has fulfilled all contractual obligations outlined in our agreement. As per our contract, the driver contacts you prior to arrival to arrange a convenient meeting place nearby. You were duly informed of the driver's impending arrival. It is your responsibility to ensure that your designated contact is available to meet and release the vehicle. For further details, please consult our terms and conditions at ***********************************************************. Given that all terms were met and the cancellation occurred after dispatch, the cancellation fee will be applied.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Montway Auto Transport was hired to transport my vehicle (2020 **************** Cab) from ********, ** to *****, **. The booking was made and payment submitted in full on April 23, 2024. The original booking reservation included transport from ******** to ******* via cargo ship, where the vehicle would then be picked up and transported in an enclosed container to *****, *****. The vehicle was expected to arrive in ******* in the middle of June, then would take an additional 1-3 days to transport to *****. In early June I contacted Montway Auto Transport via web chat several times to inquire about the status of the vehicle. They were unable to provide any details, nor a timeline for expected arrival. On June 11, I reached out once again and was put in touch with a supervisor (*******), who couldn't provide any details but said that they would be in touch. ******* did not reach out again so I contacted him on 24 June via text message. He did not respond. I then called him on 27 June but the call was not answered. ******* replied shortly after and we spoke on the phone. He stated that the vehicle had arrived in ******* on 20 June but no carriers were available to transport it to *****. He then stated that the truck would arrive on 29 or 30 June via an open transport.On June 28 I contacted ******* once again asking for an update. He did not respond. On 29 June I called again and he stated that the vehicle had not been picked up and the timeline was extended. On July 1 I spoke via chat to another representative at Montway Auto Transport and they stated that the vehicle would be picked up on 4 July and delivered on 8 July. I also spoke to ******* who confirmed this. This did not happen and the vehicle transport was delayed until 8 July for delivery on 10 July. The vehicle arrived on 11 July and was damaged in several places. There are dents above the rear window, a dent in the rear bumper, scratches, and the windshield wipers were melted.

  

  Business response

  07/16/2024

  Thank you for your feedback regarding your recent shipment. We apologize for the issues you've reported. Please be aware that Montway was informed of the full extent of the damage on 7/12/2024, which coincides with the day the issue was reported to the BBB. Consequently, Montway has not had sufficient time to address your concerns properly. We kindly request that you follow up with our support/claims team. They have already reached out to you via email regarding the reported issues and will assist you in navigating the necessary processes.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of contract May 28 th give or take one day. I paid almost 1100 dollars for Montway to ship my car from ******* to ***********. The car was damaged in transit and Montway had contracted another company to ship my car. I went through the insurance company of that business(glorified logistics) and the bill came out to 1072 but that company is refusing to pay it. I believe my contract was with Montway and they should intervene and get my car fixed but they are not helpful.

  

  Business response

  07/16/2024

  I apologize that your case remains unresolved by the motor carrier and their insurance company. We understand that transporting a vehicle is not a common occurrence, so I'd like to clarify the roles of all parties involved in the transaction.

   

  Montway acted as the broker in this transaction. Our role was to secure and schedule a licensed and insured motor carrier, which we fulfilled upon dispatch. This information, along with our terms and conditions, was detailed in the order confirmation and dispatch notification communications, which you can review on our website at ***********************************************************.

   

  Under the ******* Amendment to the Interstate Commerce Act, the actual carrier assumes responsibility for any damage to the vehicle while it's in their possession. As a broker, Montway arranges transportation but does not transport the property nor assume responsibility for it. Therefore, any claim for cargo loss or damage must be filed directly with the motor carrier. We have fulfilled our duties as the broker, and our intention has always been to assist you within the scope of our role and legal obligations. We kindly request that any further review or escalation be directed towards the carrier.

   

  Please contact our claims department with all the necessary information regarding your claim, including claim determination, damage photos, and estimates, we can assist by facilitating communication with all parties involved to urge the motor carrier to fulfill their responsibilities as per their deductible terms.

   

  Thank you for your cooperation and your time.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday July my car was picked up in Stuart Fl no dents or scraps. The driver was late I called owner many times. Driver finally arrived with small loading truck no big transport truck could barley speak english. He took pictures said my car was going on another bigger truck. When arrived in Mass my car had scraps due to transporting. I don't know why he didn't bring write truck in first place. My car came on July 11 to my uncle's I felt it was rushed.

  

  Business response

  07/16/2024

  Thank you for your feedback regarding your recent shipment. We apologize for the issues you've reported. Please be aware that Montway was informed of the damage on 7/12/2024, which coincides with the day the issue was reported to the BBB. Consequently, Montway has not had sufficient time to address your concerns properly. We kindly request that you follow up with our support/claims team. They have already reached out to you via email regarding the reported issues and will assist you in navigating the necessary processes.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Montway advertises that you can keep a suitcase up to 100 lbs in your car during transport. This was part of my moving plans and changes how I pack items and what I have to tell movers. This claim is listed on their website. After signing a contract they then tell you that the vehicle actually has to be cleared of all personal items. Ideally they should make good on their promise but it also should absolutely be removed from their website. Additionally they are challenging to get ahold of and are not as flexible on dates as they advertise.

  

  Business response

  07/16/2024

  I wanted to provide clarity on how we handle personal items and the distinctions between our retail and relocation departments:

  
  Moving and Relocation Department:
  Our moving and relocation department works with a carefully vetted network of B2B carriers. These carriers uphold rigorous standards tailored for our esteemed business clients, ensuring timely loading and delivery within confirmed windows. To facilitate efficient service, we often utilize local terminals for vehicle transfers. It's important to note that many of our B2B-approved carriers have insurance policies that restrict the transport of personal items.
  

  Retail Department:
  Conversely, our retail department collaborates with carriers nationwide, offering flexibility for personal items. Retail shipments are typically managed by a single carrier, although specific loading and delivery dates may vary. While there are further distinctions between our retail and B2B services, these details are not prominently featured on our website, which primarily serves retail customers. B2B services are exclusive to our corporate clients.

  
  Your referral by our esteemed long-term business partner prompted us to process your order through our B2B channels. I apologize for any confusion this may have caused. If you believe our retail service better suits your requirements, we are happy to transfer your order accordingly. Please reach out to your rep for additional assistance.

  Customer response

  07/16/2024

   
  Complaint: 21977055
  
  I am rejecting this response because: this was not discussed with me until after completion of paperwork for the move. This should be explained on the website. It is not found in multiple pages. You should not advertise the ability to carry personal items on your website if it is not possible for all but the least convenient and longest delivery (9 day window of pickup.) 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Montway quoted me on the 3rd of May, then told me it would be a different amount closer to the job date, I was also told I'd receive a call from them to confirm the shipping. I never received a phone call so I had to reach back out to them. I was charged the original amount. When I asked about it I was told i would get the difference as a refund afyer delivery. I have received no word from them or any refund of any kind. They told me they would call me to have it cost less. Forcing me to wait and not book with them or anyone else. It's a bait and switch scam tactic. When I asked why it isn't cheaper the woman on the phone said to just call back and they would credit the difference, they have done nothing at all. This will be a BBB complaint as well.

  

  Business response

  07/16/2024

  Thank you for reaching out regarding your shipment at the end of May. However, upon review, I couldn't find any corresponding notes or information that align with the details mentioned in your feedback. To assist you further, could you please provide additional information on the matter you're referring to? Your cooperation would be greatly appreciated.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩